Customer service
AI phone agent for routine calls
Start with a few routine call types, such as opening hours, directions, appointment changes or order status. Set up a voice agent that tells callers it is an AI, answers only from approved information and transfers to a person whenever it is unsure. Ask for consent before recording. In clinics and practices, keep it strictly to admin tasks and away from medical questions.
Effort:
High
Time saved:
Roughly 20–40% of routine calls handled; verify in a pilot
The problem today
Phones ring during the busiest hours, staff stop what they are doing, and missed calls turn into missed customers. Large banks, telecoms and hospital groups already use voice AI to handle routine calls before a person picks up. For a Greek SME, such as a clinic, practice, shop or service company, the affordable version is a voice agent that handles a few simple call types and passes everything else to staff.
How it works, in plain words
It is like a switchboard operator with a short script: it handles simple repeat calls and puts everything else through to your team.
What goes in: approved answers for 2–3 routine call types, such as opening hours, appointment changes or order status, plus clear transfer rules.
What the AI does: it opens every call by telling the caller they are speaking to an AI assistant, works out what they need, answers only from the approved list and, where allowed, books or moves an appointment.
What a person checks: staff review call logs and transfers every week. Any medical question, symptom, complaint or unclear request goes straight to a person, and emergencies get 166 or 112.
What comes out: routine calls answered without interrupting staff, and a note for every call that needs follow-up.
It does not give medical, legal or financial advice, and it records calls only with consent.
How it could work for businesses like yours
Illustrative examples, not client case studies.
A dental practice with three dentists in Volos
The front desk misses calls while patients check in, mostly about opening hours and moving appointments. The practice would let the agent handle only those admin tasks: it introduces itself as an AI assistant, confirms or moves appointments in the calendar and gives the opening hours. Any question about pain, treatment or symptoms is transferred to staff at once. The practice would count missed calls before and after a 2-month pilot.
A hardware store with three branches in Kozani
Staff on the shop floor answer the same calls about branch hours and whether an order is ready for collection. The agent would tell callers it is an AI, answer hours and directions, and check order status in read-only mode. The store would aim to free staff from routine calls and review the transfer rate each week.
A 9-person print and promotional materials studio in Kalamata
Clients call to ask whether their flyers or banners are printed, which interrupts the designers. The studio would let the agent read job status from its job sheet and offer a call-back from a person for anything about artwork or prices. It would measure interruptions per day and how many calls still need a person.
How to do it, step by step
Count your calls by type for two weeks. Pick 2–3 types that are frequent and simple, such as opening hours, address, appointment confirmations or order status.
Write approved answers and exact transfer rules. In a clinic or practice the agent handles admin only: booking, moving or cancelling appointments, opening hours and what to bring. Any symptom, medical question or urgent case goes straight to staff, and the agent gives 166 or 112 for emergencies.
Start every call with a clear line that the caller is speaking to an AI assistant, and offer a person at any point, for example by saying "person" or pressing 0. The AI Act requires that people know when they interact with AI.
Ask for consent before recording or transcribing, and let callers continue without it.
Test in Greek with staff and friendly customers calling in, with different accents, background noise and fast speech. Then go live only outside office hours or for overflow calls.
Review a sample of calls and the transfer rate every week. If many callers ask for a person, narrow the scope or improve the answers. Calls that reach staff can still get an AI call summary.
Tools to consider
Google Dialogflow CX: builds voice agents with clear conversation flows and transfers for phone lines. Caveat: it usually needs a developer or partner, and Greek speech recognition must be tested with real callers.
ElevenLabs Agents: natural-sounding voice agents in many languages, including Greek. Caveat: the setup is technical, and you must define strict limits so the agent does not improvise.
Twilio: connects an AI voice agent to your phone numbers and passes calls to staff. Caveat: it is a developer platform, not a ready product, so plan for technical help.
Data protection and GDPR
Voices, phone numbers and what callers say are personal data. In clinics, callers may mention health details, which are special category data, so keep the agent to admin, avoid storing medical content and carry out a DPIA before launch. Tell callers they are speaking to an AI and ask consent before recording. Use providers with a data processing agreement and clear retention settings. Do not let the agent decide who gets an appointment first. Check with your DPO or legal advisor.
Mistakes to avoid
Letting the agent answer medical or other sensitive questions instead of transferring the call.
Not saying at the start of the call that the caller is speaking to an AI.
Putting it on every call at once, without testing Greek speech with real callers.